Information Technology Infrastructure Library (ITIL^®) is a widely-adopted body of knowledge and global best practice framework for service management. ITIL v4 has evolved from the current version (ITIL v3) by re-shaping much of the established IT service management (ITSM) practices in the wider context of customer experience, value streams and digital transformation, and embracing new ways of working such as lean, agile, and DevOps.

ITIL v4 provides the guidance organizations need to address new service management challenges using modern technologies. It is designed to ensure a flexible, coordinated and integrated system for the effective governance and management of IT-enabled services.

This 2-day session will familiarize participants with the first ITIL v4 publication and the latest evolution of the most widely-adopted guidance for ITSM worldwide.

Participants are required to write ITIL 4 Foundation Exam at the end of the course. The exam consists of 40 multiple choice questions, with a passing score of 26, equating to 65%.

Learning Objectives

Participants will gain practical skills to:

• Be familiar with the key concepts of service management
• Appreciate how the ITIL guiding principles can help an organization adopt and adapt service management
• Understand the four dimensions ofservice management
• Recognize the purpose and components of the ITIL service value system
• Understand the activities of the service value chain, and how they interconnect
• Recognize the purpose and key terms of 18 ITIL practices
• Apply 7 ITIL practices
• Prepare for ITIL v4 Foundation Exam

Who Should Attend

This course is appropriate for individuals at the start of their journey in Service Management; ITSM Managers and aspiring ITSM Managers; individuals working in other parts of “IT” (digital, product development, etc.) with strong interactions with service delivery; and existing ITIL qualification holders wishing to update their knowledge.

Prerequisite

There is no prerequisite for this course. It functions as a stand-alone course.

Materials

You will receive a course binder containing copies of presentation slides, case studies, exercises, and suggested solutions.

What You Will Learn